Complaints about DWP: financial year 2016 to 2017
Updated 17 August 2017
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The numbers for each quarter are the cumulative totals from 1 April 2016.
1. DWP businesses – complaints recorded from 1 April 2016
| Complaint type | To 30 Jun 2016 | To 30 Sep 2016 | To 31 Dec 2016 | To 31 Mar 2017 |
|---|---|---|---|---|
| Complaint resolution | 11,023 | 22,364 | 34,285 | 47,677 |
| Complaint review | 542 | 1,147 | 1,832 | 3,140 |
| Total | 11,565 | 23,511 | 36,117 | 50,817 |
2. Independent Case Examiner – complaints recorded from 1 April 2016
| Complaint type | To 30 Jun 2016 | To 30 Sep 2016 | To 31 Dec 2016 | To 31 Mar 2017 |
|---|---|---|---|---|
| DWP complaints received by ICE | 529 | 1,080 | 1,628 | 2,492 |
| DWP complaints accepted for investigation by ICE | 146 | 347 | 548 | 908 |
3. About DWP complaints
A complaint is defined as “any expression of dissatisfaction about the service provided which is not resolved by operational staff as normal business”.
Unresolved issues are referred to Complaint Resolution Managers to investigate.
If the complainant is unhappy with this response, they can ask for the matter to be referred to senior managers for a review. This is the business’ final response.
Complainants who are unhappy with the business’ final response can ask DWP’s independent complaints reviewer, the Independent Case Examiner (ICE), to look at their complaint.
Read the DWP complaints procedure